how can we help?

shipping

We deliver to almost all countries worldwide. 

To find out if we deliver to your country, please look to see if it is an option in the delivery countries dropdown. If you do not see your delivery destination, we are unable to deliver to this country.

For shipping rates and estimated arrival times please navigate to the Shipping information page using the button below or see the Shipping information on our checkout page.

All our delivery carriers offer the possibility to change a shipping address after your order has been shipped. Just follow the track & trace function provided by email after the shipment is on its way and set a new destination.

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number.

returns

Depending on where you live the return address may vary. You can find the return address for your shipment on the invoice and the delivery note.

If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in an original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been obviously used or worn, damaged, washed, or are not in original condition.

  • All returned items must be unused, unworn, unwashed, complete with original tags and/or packaging if applicable.
  • We are not responsible for the return shipping costs of the items.
  • All Items must be in an original, resalable condition.
  • Please make sure all returned items are well packaged, so as not to be damaged in the post.
  • If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.
  • Please make sure all return packages are sent with a trackable, insured service.
  • We cannot take responsibility for items damaged or lost in the return transit.
  • If returning an item from outside the EU, please clearly mark the package ‘RETURNED GOODS’, to avoid any customs charges. OPENSTORE24 is NOT responsible for any return custom charges made.
  • Please make sure that the returns form is enclosed with your goods – no form may result in your return not being processed.
  • Please refer to our TERMS & CONDITIONS for further information on returns.

We aim to process returns within 7-10 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

payments

We take payments in the following currencies depending on your shipping destination:

  • £GBP
  • $USD
  • €EURO

Please note: some banks may charge you an International Transaction Fee.

You can use any of the cards listed below to pay for your order:

  • MasterCard
  • Visa
  • American Express
  • PayPal
  • Cash on Delivery (COD) for selected countries

You can also pay for online orders with openstore24 Gift Vouchers and os24 Credits from our Customer Loyalty Program.

The full cost of the order will be charged as soon as it is placed.

We accept openstore24 Gift Vouchers and os24 Credits online.

Please note, our virtual Gift Vouchers and os24 Credits cannot be used in any other store.

your order

There are multiple statuses for your order depending on which stage it is at. Below is a list of the statuses you will see when checking your order’s progress.

  • Processing – We have received payment for your order, and it has been created.
  • Order Received – Your order is waiting to be processed by the Dispatch Team.
  • Pick – Your order is being worked on by the Dispatch Team. Please note, your order cannot be amended at this stage.
  • Complete – Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
  • Closed – Your order has been refunded.
  • On Hold – There may be an issue with your order. Our Customer Service Team will contact you within 24 hours to notify you of any issues.
  • Pending – Your order is waiting to be processed. Our Customer Service Team will contact you within 24 hours should there be any issues.

If your order has not arrived when you were expecting it then please check the following:

  • Check you have received a dispatch confirmation email from us.
  • Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
  • Sign in and check your account on the openstore24 website. Is your delivery address correct? Are your contact details up to date?
  • Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
  • Check no one else residing at your address has taken receipt of your parcel.

If you still can’t locate your parcel then please contact our Customer Services team with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

If there is an issue with your order when you receive it please contact our Customer Service Team as soon as possible. We will do our best to resolve this issue as quickly as we can.

No, if you’re shipping destination is a non-EU destination then our prices have VAT automatically removed.

You can manage your shipping destination in the billing details of your account settings and while checkout.

products

We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible. 

We do not currently have the facility to let you know if or when an item is due back in stock.

If you would like to ask about a product, size or colour that is not shown, contact our Customer Services team.

Yes, contact our Customer Services team and they will try to provide you with all the information you require.

Yes, we are licensed stockists for all of our products. They are 100% authentic.

As an online business, our prices change in accordance with trends, customer demand and stock availability. We are therefore unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

You can, of course, return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.

customer service

Our Customer Service Team are available at the following times:

Monday – Sunday: 8am-2am

You can contact our Customer Service Team via the Live Chat or Email buttons below this article or by calling +99 (0)999999999.

openstore24 endeavour to make our unsubscribe process as clear and as transparent as possible. Adhering to industry-wide best practice, we include an unsubscribe link to the footer (bottom) of all of our email campaigns, which allows you to opt-out of any further promotional campaigns sent by openstore24 and any other openstore24 launches.

Clicking the unsubscribe link will take you to a secure webpage, which will allow you to opt-out of any future promotional campaign. You will be then be notified via the proceeding webpage that your unsubscription was successful.

If you continue to have difficulties unsubscribing, or continue to receive our promotional campaigns, please get in touch at unsubscribe@openstore24.com.

CAN'T FIND WHAT ARE YOU LOOKING FOR?

You can call us during business hours (09:00 - 16:00) on:
Telephone +43 664 3931819